Ahmed Faraz Nomani
Senior Associate
Gurgaon
Summary
Dynamic Call Center Supervisor focused on elevating team performance and customer satisfaction through strategic leadership. Proven success in optimizing processes to achieve measurable results, enhancing operational efficiency and service quality. Extensive expertise in CRM systems, team training, and implementing data-driven improvements to drive continuous growth. Committed to fostering a collaborative environment that empowers team members to excel and exceed organizational goals.
Overview
8
8
years of professional experience
3
3
Languages
Work History
Senior Associate
British Airways
04.2024 - Current
- Scheduling and reservations coordination and flight ticket modifications.
- Coordinating special requests related to meals, luggage assistance, and in-flight services.
- Managing executive bookings for premium members/loyalty program.
- Servicing executive account holders of British Airways premium members.
- Orchestrating ticket re-booking in response to last-minute cancellations, missed flights, or delays.
- Resolving tickets concerning cabin upgrade issues.
Tier 2 Tech Support
Accenture
04.2022 - 02.2024
- Addressing bugs reported by Tier 1 agents
- Assessing and addressing customer escalation tickets
- Utilizing client-side resources for ticket resolution
- Resolving technical issues utilizing internal Buganizer tool
- Conveying product updates from client through KCs
Team Support and Acting SME
Accenture
04.2019 - 03.2022
- Tracking and documenting team attendance
- Enhancing Team Performance against KPI
- Communicating weekly individual performance to team members
- Conducting daily and weekly quality audits
- Generating and disseminating Performance Reports.
- Evaluated agent errors and quality defaulters according to CRM guidelines.
- Aligning transportation according to individual requirements
- Ensuring adherence to individual and team SLA/LA
Business Support Associate
Accenture
06.2017 - 03.2019
- Addressing customer inquiries via chat and call
- Assisting customers with money transfer issues
- Communication channel between end users and specialists
- Directing customers to Supervisors
- Safeguarding and maintaining confidentiality of user data
- Assisting end users with bank management and UPI identification
- Instructing end users on UPI platform functionalities
- Facilitating prompt credits of user transactions and rewards
Education
Bachelor of Commerce - Commerce
Indira Gandhi Open University
Sharjah 04.2001 -
Skills
- Team Leadership
- Customer Service
- Performance Management
- Process Improvement
- Conflict Resolution
- Data Analysis
- Leave & Attendance management
- Management
- Friendly, positive attitude
- Teamwork and collaboration
- Computer skills
- Microsoft office
Timeline
Senior Associate
British Airways
04.2024 - Current
Tier 2 Tech Support
Accenture
04.2022 - 02.2024
Team Support and Acting SME
Accenture
04.2019 - 03.2022
Business Support Associate
Accenture
06.2017 - 03.2019
Bachelor of Commerce - Commerce
Indira Gandhi Open University
04.2001 -
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